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Customer Service Coordinator

McCain Foods

Oakbrook Terrace (IL)

On-site

USD 52,000 - 71,000

Full time

4 days ago

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Job summary

A leading company in Food and Beverage Manufacturing is seeking a Customer Service Coordinator to enhance customer satisfaction through effective order management. The role involves supporting daily order operations, ensuring compliance, and driving continuous improvement for overall customer experience. Ideal candidates will have a Bachelor's degree and strong customer service skills, contributing to a team focused on excellence at McCain.

Benefits

Health coverage (medical, dental, vision)

Retirement savings benefits

Well-being programs including vacation and holidays

Qualifications

Bachelor’s degree in Logistics, Business, or related field essential.
1-2 years of Customer Service experience preferred.
Must be proficient in Microsoft Office applications.

Responsibilities

Manage customer orders through the order to delivery cycle.
Provide exemplary customer service to internal and external customers.
Assist in resolving order-related issues and claims.

Skills

Customer service

Inventory management

Multi-tasking

Education

Bachelor’s Degree (Logistics / Business / Supply Chain)

Tools

SAP

Microsoft Office

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Position Title: Customer Service Coordinator

Position Type: Regular - Full-Time

Position Location: Oakbrook Terrace

Grade: Grade 03

Requisition ID: 36058

In every role, McCainers are ambitious, curious, and passionate about creating exceptional work experiences - together. With a customer-first mindset, we make doing business with McCain easy.

About The Role.

Reporting to the Manager Customer Service NA this role has the responsibility to drive customer satisfaction by managing day to day order operations and focuses on the customer order to delivery cycle. You help supports day-to-day order processing, tracking, customer inquiries, logistics issues and support of the credit and deductions process. Main responsibilities include Fill rate management, PO simplification, operations/customer escalations and data analysis to help improve overall KPIs for the customer and McCain.

The successful candidate will help drive continuous improvement by managing the day to day for the customers for best-in-class order management. As a part of the Order operations team, the successful individual will be a cross-collaborator driving issue resolution on a day-to-day basis. The Customer Solution Coordinator will communicate effectively within the organization and will be able to support order management requirements with internal and external customers.

Essential Duties & Responsibilities

The below are preliminary duties needed for success in this role.

Management of customer orders throughout the order to delivery cycle.

Report and Review gaps in customer level metrics to assist improving:
Case Fill Rates
Maximize PO Fill Rate
Work with internal teams to align order ship dates with proper inventory arrivals
Execute allocation of inventory when necessary
Order Policy Compliance
Pallet ordering
Order lead time
CPU/Delivery appt management
Shipment Minimum quantities
Provide exemplary customer service in attitude and aptitude to all internal and external customers
Assist maintenance of customer profiles, including Master Data criteria and current customer conditions.
Process/review customer orders and all order changes
Respond promptly and accurately to all customer enquiries. Develop and maintain strong relationships in order to improve the overall experience with McCain
Order tracking –navigate SAP, carrier websites and customer portals for order tracking and tracing purposes to provide customers current information about the current status of their order
Maintain documentation to assist in the validation of customer penalties for your customer base.
Address order claims related to over/short/damage.
Assist other Customer Solution Specialist/Coordinator partners in order to maintain full coverage.
Will handle small to medium size account(s), with a moderate degree of complexity and sensitivity.
Help provide reporting and required backup for monthly and yearend audit processes (internal and external)

Key Qualification & Experiences

Bachelor’s Degree (Logistics / Business / Supply Chain) or related field
Working knowledge of inventory management, warehousing and transportation operations.
Ability to provide superior customer service.
Ability to work with speed and accuracy.
Ability to multi-task.
Demonstrated ability to successfully operate in a dynamic environment.
Ability to support decisions in a stressful environment; remaining aware of customer (internal and external) needs.
Excellent interpersonal and relationship management skills; strong team player and cross-collaborator
Demonstrated written and verbal communication skills for comprehension.
Ability to use initiative to identify, address and resolve day-to-day issues and challenges.
Self-motivated, independent thinker, ability to work without clear direction
Must be experienced in Microsoft Office applications (i.e. Word, Excel, Outlook, PowerPoint)
Technical and system skills with computer applications and different systems for inventory management/and truck management.

Nice To Have

Experience with SAP Order To Cash systems
1-2 years Customer Service experience
Ability to communicate effectively in both English and French

About McCain.

Click Here to learn more about McCain and how we provide you with opportunities to make an impact that matters.

Leadership principles.

At McCain, our leadership principles guide how we engage with customers, collaborate as a team, and achieve success. We focus on understanding customer needs, driving innovation, empowering people, and taking ownership to clear obstacles and deliver results.

The McCain Experience.

We are McCain. This statement is a testament to our collective strength and our individual value. Your contributions play a vital role in our success. Our winning culture is rooted in authenticity and trust, empowering us to bring out the best in one another. Here, you’ll find opportunities to learn, grow, and thrive. Join us and experience why we’re better together.

Compensation Package: $52,600.00 -$70,200.00 USD annually + bonus eligibility

The above reflects the target compensation range for the position at the time of posting. Hiring compensation will be determined based on experience, skill set, education/training, and other organizational needs.

Benefits: At McCain, we’re on a mission to create a winning culture that puts employee safety and wellbeing at the heart of what we do, every day. We understand and appreciate that each person’s needs are unique and ensure our benefits & wellbeing programs reflect that. Employees are eligible for the following benefits: health coverage (medical, dental, vision, prescription drug), retirement savings benefits, and leave support including medical, family and bereavement. Wellbeing programs include vacation and holidays, company-supported volunteering time, and mental health resources. Coverages are aligned to country, provincial and state governing plans and can vary by work level, location and nature of the role. Additional benefit details available during the application process.

Your well-being matters to us, and we’re here to provide you with the necessary resources to support you in being your best self at work — and at home.

McCain Foods is an equal opportunity employer. We see value in ensuring we have a diverse, antiracist, inclusive, merit-based, and equitable workplace. As a global family-owned company we are proud to reflect the diverse communities around the world in which we live and work. We recognize that diversity drives our creativity, resilience, and success and makes our business stronger.

McCain is an accessible employer. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know and we will work with you to meet your needs.

Your privacy is important to us. By submitting personal data or information to us, you agree this will be handled in accordance with the Global Privacy Policy

Job Family: Supply Chain & Logistics

Division: NA Supply Chain

Department: Customer Service NA Retail

Location(s): US - United States of America : Illinois : Oakbrook Terrace

Company: McCain Foods USA, Inc.

Seniority level

Seniority level
Entry level

Employment type

Employment type
Full-time

Job function

Job function
Other
Industries
Food and Beverage Manufacturing

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